Customer Technical Support Specialist (SaaS)

Location: Boise, ID, United States

Salary: $22.00–$25.50 per hour USD

Company

hirify.global provides vertical software and embedded payments technology for small and medium-sized businesses. Ricochet POS, part of hirify.global, develops cloud-based POS software for consignment, resale, and retail businesses.

What you will do

• Provide customer support through chat, email, and phone, handling software, account, payment, hardware, and integration issues.
• Troubleshoot POS hardware and peripherals, including printers, barcode scanners, and payment terminals.
• Investigate issues, document interactions and resolutions, manage escalations, and maintain ownership through resolution.
• Assist customers with onboarding, system setup, configuration, implementation, and product adoption.
• Conduct individualized training on Ricochet features, workflows, integrations, payment solutions, and hardware.
• Collaborate with Billing, Payments, Development, Onboarding, and other internal teams to resolve customer needs and improve documentation and processes.

Requirements

• 4+ years of experience in customer support, technical support, SaaS support, onboarding, training, or a related customer-facing technology role.
• Experience troubleshooting computer software or cloud-based applications in a support center, helpdesk, SaaS, or technology-focused environment.
• Ability to explain technical concepts clearly to technical and non-technical customers and conduct customer training.
• Strong troubleshooting, problem-solving, communication, presentation, organization, and time-management skills.
• Ability and willingness to work Saturdays on a rotating schedule and participate in an on-call rotation.
• High school diploma or equivalent.

Nice to have

• Additional education or technical training.
• Experience with Intercom, Salesforce, Microsoft Office, Teams, or similar support and business tools.

Culture & Benefits

• Collaborative work with a small team focused on customer success and innovation.
• Opportunity to develop expertise in cloud-based and SaaS solutions.
• Exposure to consignment, resale, retail, vendor-based operations, and embedded payments.
• Inclusive workplace committed to diversity of thought, experience, and background.